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    client success manager - Cape Town, South Africa - Crayon

    Crayon
    Crayon Cape Town, South Africa

    2 days ago

    Default job background
    Full time
    Description

    To find out more, click Apply or head on over to Crayon to review the full spec and apply

    How you'll role

    As a Client Success Manager in the reservations department, your role is crucial in overseeing reservations, optimising occupancy, maximising revenue, and providing an outstanding guest booking experience. This position demands excellent organisational abilities, a deep comprehension of sales tactics, and efficient team and leadership management. It's a highly guest-focused role, placing great emphasis on guest satisfaction.

    What you'll do

    Reservation Management:

    • Oversee and manage all reservation enquiries and bookings
    • Ensure all bookings are recorded accurately and promptly
    • Coordinate with the Revenue and Marketing teams to optimise reservations and revenue

    Team Leadership and Training:

    • Lead and mentor the reservations team
    • Provide regular training sessions to ensure the team is updated on the latest hotel offerings, promotions, and booking systems

    Revenue Management:

    • Work closely with the Revenue Manager to establish room rates based on occupancy trends
    • Collaborate with the marketing team to develop and implement promotions to increase bookings during off-peak times

    Guest Experience:

    • Ensure that the reservations team provides outstanding guest service during the booking process
    • Address guest concerns and feedback related to reservations promptly and professionally

    Systems and Processes:

    • Manage the use and maintenance of reservations software and systems
    • Continuously evaluate reservation procedures and identify opportunities for enhancement
    • Implement efficient processes and workflows to streamline reservation operations, collaborating with cross-functional teams to ensure seamless implementation

    What you'll need

    • Education in Hospitality Management, Business, or a related field
    • Minimum of 3 years of experience in a customer service role, with at least 2 years in management
    • Strong analytical and problem-solving skills
    • Excellent communication and interpersonal skills
    • Ability to multitask and manage time effectively
    • Detail-oriented and highly organised
    • Guest-focused with a passion for service excellence
    • Proactive, adaptable, and solution-oriented
    • Ability to work in a high-pressure environment
    • A team player with strong leadership qualities
    • Proficiency in cloud-based project management and ticketing software
    • Knowledge of Zoho Desk is advantageous but the ability to adapt to technology is just as good

    To find out more, click Apply or head on over to Crayon to review the full spec and apply

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